Main Purpose:

As part of “continuous improvement” the maturity level of the existing products requires constant enhancement. The T-Systems service offerings to clients are constantly expanded through new solutions and offerings to keep the T-Systems offering market relevant and best of breed.
Description of responsibilities:

• Design, communicate and implement Workspace Management solutions to existing and new clients
• Implement, configure, maintain and continuously enhance workspace management toolsets such as the Microsoft Systems Centre Suite (focus on Configuration Manager), ASG Cloud Factory/Cockpit, Citrix and future related tools.
• Technical interpretation of business requirements and processes to align with system design
• Implementation of “best practices” (technical operational standards) in day-to-day operations
• Development and implementation of automation scripts, utilities and reports to enhance maturity of environment
• Initiate Research & Development projects on new workspace management products to determine benefits and business fit
• Identify and participate in developing integration layers with other workspace management toolsets
• Establish, enhance and drive daily health checks and configuration changes and participate in 3rd level stand-by to enhance performance and stability
• Own the technology feedback and information sessions to appropriate forums (clients & team)
• Contribute to the technical engagements with international Global Delivery Unit within CCS
• Identify potential points of failure, drive areas for improvement and identifying pain points and bottlenecks
• Create and drive the implementation of recommendations regarding process changes based on the needs of the business and/or product direction
• Managing projects related to Workspace Management
• Primarily responsible for Problem/Change Management
• Lead the P1/P2 incident resolution, including difficult and advanced incidents (escalation point for L2 to L3) including RCA
• Non-standard request execution
• Examples of accountability: System Health/Baseline Compliance, Audit Compliance, Meetings/Workshops, Project Work, system build templates, Documentation, Scripting, RCA (L2 to supply support)

Qualifications and experience required:

• Matric (NQF3)
• Relevant Diploma or Degree an advantage
• Proven Workspace Management toolset technology experience (CM2012 Certification required)
• Proven ability to coordinate resolution of issues on a subarea / area / client
• At least seven years computing experience (MS Wintel, MCP, MCSE…)
• Development and scripting experience an advantage (e.g. Perl, Php, Shell scripting, VB/.Net, Java scripting)
• Microsoft SCOM experience an advantage
• Good working knowledge of Networking - TCP/IP (Configuration of Client, Client Troubleshooting)
• SQL Server Administration – optional
• Define operational documentation and processes
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Knowledge:

• Active Directory Infrastructure
• Configuration Management Toolset SCCM – CM2012
• Knowledge of information and telecommunications technology, current and emerging trends
• Thorough knowledge of workspace management toolsets, solutions and industry trends
• Aligning business process with technology
• Knowledge in systems and project management
• Ability to construct professional quality documentation
• Sufficient knowledge of IT operations, responsibilities, work flow processes and procedures to resolve most inquiries independently.
• Proficient in Incident, Problem, and Change Management.

Skills:

• Supporting and Co-operating
• Analysing and interpreting
• Interface Reporting
• Creating and Conceptualising
• Organising and Executing
• Communication - Communicates effectively, both orally and in writing, with colleagues and encourages open communication.
• Initiative – Shows initiative and makes time available to ensure general technical competencies and specializations are kept up to date and in line with business developments
• Presentation Ability – Is fully capable of preparing, organizing and giving presentations using appropriate tools and techniques in both written and oral modes
• Builds relationships – The ability to build and sustain relationships with key individuals based on openness and trust
• Planning – The ability to plan work to ensure the effective and efficient rendering of service. Implements, monitors and evaluates new and existing processes to test if the business goals are met
• Problem Solving skills
• Facilitation skills

Attributes: